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TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Educational Institution (USA) Saves Up To $100,000 After Using Web Help Desk

“Web Help Desk is easy to use and manage. Overall, love the integration with various useful components.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Lack of monitoring and reporting for tracking ticket status and customer support needs

Use Case

  • About 25 technicians use Web Help Desk to track and manage tickets.
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management
    • Intuitive Web-based help desk interface
    • IT change management
    • Integration with SolarWinds Orion┬« platform
    • Integration with DameWare┬« remote support software

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction
  • ROI benefits and cost savings:
    • Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk.
    • Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.




About This Data

This data was sourced directly from verified users of SolarWinds Help Desk and IT Support by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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